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Case Studies > Nationstar Mortgage realizes accelerated time-to-value with AppSense

Nationstar Mortgage realizes accelerated time-to-value with AppSense

Technology Category
  • Functional Applications - Remote Monitoring & Control Systems
  • Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
  • Finance & Insurance
Applicable Functions
  • Business Operation
  • Facility Management
Use Cases
  • Remote Asset Management
  • Remote Control
  • Predictive Maintenance
Services
  • System Integration
  • Software Design & Engineering Services
The Challenge
Nationstar Mortgage faced significant challenges during a period of rapid growth in 2012 and 2013. The employee population tripled, causing desktop logons to slow to as long as three minutes and desktops to sometimes freeze, making it impossible to work. A complex Excel query by one user could lock up an entire server, leading to trouble tickets soaring to 300 a day. The company was adding 10 servers a week, but it wasn't enough to keep up with the demand. Profile corruption, performance problems, and server crashes were common issues, and the IT team was constantly in firefighting mode.
About The Customer
Based in Lewisville, Texas, Nationstar Mortgage offers servicing, origination, and real estate services to financial institutions and consumers. As one of the nation’s largest mortgage servicers, its clients include national and regional banks, government organizations, securitization trusts, private investment funds, and other owners of residential mortgage loans and securities. Nationstar maintains a virtual desktop environment using Citrix XenApp, and during a period of significant growth, the employee population tripled, leading to various IT challenges.
The Solution
To address these challenges, Nationstar Mortgage implemented AppSense DesktopNow, which includes Performance Manager and Environment Manager. The deployment took only two months and started with a 500-seat proof of concept that showed immediate positive results. AppSense professional services were knowledgeable and accommodated Nationstar's use cases, quickly providing a solution. Performance Manager ensured that users shared system resources equally, decreased memory per session, and enabled Nationstar to boost user density per host. Environment Manager eliminated Terminal Services roaming profiles and custom login scripts, moving logon scripts and group policy objects (GPOs) to AppSense. This significantly improved logon times and reduced the number of trouble tickets.
Operational Impact
  • Nationstar now supports 7,500 users with DesktopNow, regaining control of its user environment and allowing IT to evaluate new products and improve the user experience.
  • Performance Manager ensured that users shared system resources equally, decreasing memory per session and boosting user density per host.
  • Environment Manager eliminated Terminal Services roaming profiles and custom login scripts, moving logon scripts and GPOs to AppSense, which significantly improved logon times.
Quantitative Benefit
  • Reduced trouble tickets from 300 per day to less than 10 on average.
  • Decreased logon times from as long as three minutes to between 14 and 20 seconds.
  • Increased server density by 10 percent.

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